West Elm Reviews 1,472

Terrible company to buy furniture!!! The return window is so short! They sent the broken items and won't return because it was outside of the return policy! And the delivery takes forever and I can't even cancel the order when the items are not delivering for 3 months!
They charge me for the delivery fees for the items that were not even delivered on time and I had to return them costing me so much money on the delivery.
I wasted so much money on this bad company. Their design is okay but the customer service is terrible and the worst!

Ordered a bunch of different items, every single one of them was either damaged, wrong, or missing parts. Never order from west elm. They are a scam.

I recently signed up as a New customer on the website and registered to receive text/email updates to receive a 15% promotion code. However, the code never generated; so I tried four times to contact customer service through chat to inquire about the new customer discount. At each chat, a message appeared that reads all agents were busy and to try later. When I tried again, I received the same message; so I called customer service and explained about not receiving the promo code. The customer service person immediately stated that the promo code indicated on the website was wrong and was discontinued a while ago. Firstly, their website should have been updated to reflect that and it seems very shady that they get you to sign up for texts; obviously only for the purpose of their own self promotion to entice customers to shop. The fact that a merchant doesn't offer a new customer discount, is appalling; especially during this downward economy. I let the customer service person know that I'll be purchasing from another merchant. I'm not going to buy from a store that doesn't even appreciate new customers. Overall, West Elm has extremely poor customer service policies. It seems their sole purpose is to have a customer sign up for their credit card and even then, they only offer a measly 5% discount. They can keep it and their overpriced products.

This company is terrible! I was forced at checkout to spend almost $300 on "West Elm White Glove Delivery" for a piece of furniture that I measured tirelessly to absolutely fit into my house. Upon delivery, 3 MEN refused to lift the piece over their waist to get it up to the 3rd floor, where I was paying for it to be delivered. I have had many pieces of furniture delivered there before but they said "that's different companies ma'am" and "professional movers, which we are not". They made me talk to a customer service rep who forced me to return the item or leave it on the first floor -- and then took my $280 for the delivery fee, refusing to refund it. It's a delivery racket -- and the most unprofessional, disrespectful customer service I have encountered. Now to see if they will actually refund the $1900 I paid for the furniture. Buyer BEWARE!

Significant deterioration in customer service over the last couple years, to the point where I’m done with all Williams-Sonoma-owned furniture companies. I had to fight for an hour in an ultimately failed attempt to get an email from West Elm acknowledging in writing what they called to tell me over the phone: that my furniture was broken in transit and, for this reason, I wouldn’t get a replacement before February. They insisted that I just take their word for it. I initially asked for a cash refund but was denied—since part of my payment came from a merch card from a prior botched order (from Pottery Barn). I asked for compensation for the delay and was initially denied but persisted through multiple 30+ minute holds up a chain of nearly comatose customer service agents until the final one finally retracted his repeated statements about how he couldn’t do anything for me, sent me an email confirming that a replacement order had been processed, and was eventually persuaded to offer a couple hundred bucks of store credit for my troubles. No one should have to work as hard as I did to have this sort of error addressed. It wasn’t worth the time and hassle. I’ve bought SO MUCH from West Elm and Pottery Barn over the years and they are now losing me as a customer forever. This used to be a relatively upscale furniture company where you pay for better quality and better service. Not anymore. They have become penny wise and pound foolish, and they’re basically asking to fail.

They don’t tell you that you have to call the courier to book in delivery, so my urgent order has been sitting there for two weeks. I emailed customer service several times, but apparently, the email address listed is no longer in use — yet none of my three emails ever bounced back. No response at all. The images of the product online are also completely inaccurate.

f I could give zero stars I would. They don’t tell you when your items are going to arrive and that they will be shipped together waiting for the last item to be ready until after you pay . They also don’t tel you what the shipping costs will be (they were over $350). When I tried to cancel the beds that were going to take 6+ weeks to arrive (and leave the rest of the order intact) they told me it was too late - that the beds had shipped. This was incorrect because they have tracking attached to their email receipt and it clearly states that they had not yet shipped (and the other items had). When I tried to tell them this the second person refused to listen and continued to interrupt me throughout our conversation. She argued with me that what I was seeing (what is on the formal invoice from West Elm) was not correct and was the exact opposite of what I was saying. She refused to follow up to see if perhaps the information she had in front of her on the screen may be incorrect. When I asked for a supervisor she told me that I would not hear back from them for 48 hours (I’m guessing they won’t reach out until they have shipped).
So they purposefully do not give you a ship date or shipping costs until after you pay and then refuse to cancel the items regardless of whether or not they shipped I will never buy a single item from them again and let everyone on my social media k ow the same
Untrustworthy and obviously a very uncaring company

I purchased a small pedestal side table(Silhouette Marble Pedestal Drink Table (7")) from West Elm. Because of the design you CANNOT use this on any type of carpet because it is unstable and not properly weighted. It will and did immediately topple over when barely touched, If I hadn't caught it the first time, it would have been damaged hitting my stone fireplace hearth. It is only safe on a solid floor and even then it seems that it could fall over easily if you are not careful. It does not say in the description to not use on carpet and it should. I returned it and requested a full refund and they deducted 33% of my total purchase price for shipping. The return process doesn't allow you to explain the reason for return. I called Customer Service and explained. The worker was nice and pleasant. Put me on hold and came back and said, yes we don't refund shipping. I asked if I could at least get that amount in a store credit and was denied. If you get this table you will either have it fall over and get damaged or you will have to pay for return shipping even though their description and use is not truthful.

I recently put in a large order online from West Elm. While on their site i vainly searched for a delivery schedule but it was not until the order was complete and my credit card charged that I learned that most of the items would not be delivered until January of 2026. While disappointed with this I could live with most of the discomfort but needed a place to sit in my empty apt. I recently lost my wife and left all my furniture in the house I sold so as not to be constantly reminded of my loss. I did need a place to sit so I immediately called West Elm on Oct. 11, just 2 days after placing the order, to cancel the loveseat portion of the order. After a long time on the phone the agent informed me that the loveseat was canceled and so I purchased a loveseat fom another vender who had it in stock. When I called on Oct 12 to confirm the loveseat cancelation I was told I could not cancel as it was a customized order; a ridiculous assertion since the item was scheduled to be delivered in 3 months and there was nothing customized on the loveseat. I pleaded with the agent and she said she's get back to me the first thing in the morning Oct 13. She implied that I needed to be more computer savvy. I am a 76 year old man but feel I have moderate tech skills. My subequent phone calls and emails went unanswered while the complaints on their site is no longer functioning; perhaps I'm not the ony dissatisfied client. I feel I was treated with discourtesy and contempt and sincerely hope that this company and their Williams SInoma parent go out of business, as they desrve.

After searching for the perfect table for my new home I finally pulled the plug and ordered with West Elm as I had many other options. The delivery arrived Aug26 (by the way their delivery schedule are only certain days and time- inconvenience). The table was assembled and after paying close attention the next day I noticed the top of the marble table wasn’t flushed with the base. I immediately called and explained I’m not sure if it simply needs to be repositioned or replaced. They said no problem we’ll get a “medic” out there to check it out. Of course only between the hours of 8-2p Tues-Sat which doesn’t align with my work schedule! I spoke with a supervisor and she spoke with the delivery team which is third party company. They arranged to accommodate me closer to 4p. On the day of they changed my delivery time unannounced and called at 1p and said they’re 30mins out. I informed them that’s not going to work I’m still at work hence why it was scheduled for the later time. The delivery guy just doing his job says call customer service long story short it had to be rescheduled for another date which still doesn’t align with my work schedule. I rearranged my whole schedule as I was set to fly out of town. The new appt was set for almost month out from the date they were unable to dot delivery. I hadn’t heard or received any confirmation. On the date of the new rescheduled delivery I was told it’s cancelled then told call the delivery company myself which was closed. Called back spoke with another rep who said it is scheduled and the latest they can deliver will be 8p. I went home waited for the remainder of the evening 8p came and went, no call, no text, no email of any changes! And FYI this company isn’t reaching out to you about any issues or notifications you will always have to call them. I called the next day and spoke with a supervisor named Maria who could really care less about what I’m talking about. She said she will email them a message about it and I’d hear something back in 48-72hrs about a new appt. 72hrs came no response. I called, was given the run around per usual until I lost my patience and another supervisor said she’d help. She rescheduled another appt and spoke with the delivery team. This was set for 2 weeks out. She appeared to be the most helpful and consistent out of the entire staff. Everything was confirmed through email. The evening before I received an email saying delivery 1-4 then immediately following an update 2-5p. Again, I can only do a delivery after 4p because my work schedule. I left it alone since my final email said 2-5p which works. Next morning at 4am they sent an email saying my delivery has been scheduled 1-4p. I called and spoke with a helpful rep Adelaide and she got her supervisor involved they contacted the delivery team which assured them they would be delivering it later and she also informed me that I’m #7 on the stop no way were they arriving early. I left it alone. At 1200p someone called and said they’ll be there shortly. I said no way this can’t be happening your office confirmed with west elm that the delivery will be later. Long story short after speaking with a supervisor Jose at the delivery team and another rude girl they made arrangements with the drivers to wait for me AFTER reading the extensive notes! This issue has been ongoing since August and we are now on October and I’m waiting for a returned call after the delivery team came out and deemed the table as DEFECTIVE. It has been reported on both ends and they event sent me a link that evening to rate my service for the day and I put poor and received a message someone will contact me in 5mins that was a week ago- no call. I called 4x last week and finally spoke with someone at the end of the week who attempted to help because the supervisor wouldn’t speak to me. You pretty much get the run around and told the same thing everytime. I will NEVER order from them again.

Love the product. Hate their customer service and their IT systems.
Bought a kaufman couch in a custom color from the Ardmore, PA location. Delivery was supposed to be Nov-Dec. but got a call from Ryder that delivery has been scheduled for Oct 10th! No emails or texts from west elm. I called customer care and got dropped. I called the store and they told me to ignore Ryder and that the couch is back ordered. They refused to do any further investigation! Luckily, I cancelled my travel and decided to wait for the couch. But my couch arrived! And west elm still shows back ordered. So messed up! I have one more order from them and now I know to just trust the delivery guys and not the store or customer care…

IGNORE THESE REVIEWS AT YOUR PERIL... this company is NOT to be trusted.

Here is the email I had to send to them today... only to get a reply that the email address is no longer monitored (then why is it in the footer of your marketing emails?)...

"The table ordered was Mid-Century Modern Extendable Dining Table, 99 cm - 140 cm, Acorn
Item #: 2779206

The above was delivered on 26/09/25 by Wincanton. The description of their services at the time of purchase is ‘deliver and assemble’ - and this is what they did.

On inspection of the assembled table (while the Wincanton employees were present) multiple points of damage were observed and photographed by me. This damage was extensive and included holes and ripped veneer where someone had clearly attached a metal plate with screws and then ripped it off, deep gouges and scratches on one leg, detached veneer in several places on the edges of the table, and general wear and tear. The date of manufacture on the label under the table was 2022 - as West Elm work to order this is clearly a table that has either been used for display purposes in store, or has been returned used and damaged by another customer. This is not a new table and should never have been delivered.

I IMMEDIATELY contacted West Elm, within 5 minutes of the delivery drivers leaving my home (they refused to stay and refused to take any photos themselves as they had “closed the job” as soon as they assembled the table they said. I have made a separate complaint to Wincanton as their attitude was awful).

I spoke to a lady in the New York contact centre called ‘May’. She seemed very nice and sympathetic and said you would replace the table and take away the old one - I asked when this would happen and she said I would receive an email within an hour. I asked if I should stay on the line until a confirmation email appeared and she said no, it would definitely appear soon. I accepted this and we ended the call.

After two hours and no email I called again. This time I spoke to another woman in New York who said there was an error in the system and I should get a confirmation within 24 hours. I questioned how and when this error in the system was going to be corrected and how this would result in my case being processed and she just said I would definitely hear from you within the next 24 hours.

The next day, after a full 24 hours and no confirmation email I called a third time. This time I was told the system error was ongoing and this third woman I spoke to couldn’t tell me when I would hear from you but that I definitely would when the system corrected itself. I said I needed something that confirmed that I had spoken to West Elm customer services about the damaged delivery, and the offer of a replacement, and asked if she could send me an email even just confirming that she had spoken to me. She said she could not do this. I asked for her to send the notes attached to my account to the email address attached to my account and she refused. I had no choice but to end the call.

I then tried on 02/10/2025 to contact customer services via your web chat (this was the only other option I could find that was available until I discovered this email address) and the chat bot told me there were no live advisors working at that time and so nobody was available to speak to me.

In despair at this dreadful customer service, and in a lot of distress at the feeling of having been ripped off to the tune of £868 for a second hand table in horrible condition, I contacted my credit card company to see if they could investigate, which they are thankfully doing. It is good to know that at least some companies have their customers interests at the forefront of their business. Sadly this is not my experience of West Elm. What makes this worse for me is that I am a repeat West Elm customer, and have never had a reason to complain before. I will certainly never buy anything from you again.

To add insult to injury, today I received two emails from you - one confirming that the table was delivered (two weeks after it was delivered) and another providing me with the invoice for the amount of £868. Still no mention of a new table to replace the damaged one. This is an utter disgrace."

West Elm I now have good reason to believe that you have instructed your call centre employees to lie on the phone. You have waited until the last possible date that a problem with the delivery could be reported to send me the delivery confirmation email and invoice - to me this proves in and of itself that there is ill intent on your behalf. I will give your chat bot once last go but I have zero faith now in this company.

rudest customer service ever, kept giving attitude when i was calling them.
takes forever to ship

We were so excited to buy our new coffee tables from West Elm, but after only a month of light use, we realized the stone surface stains from even water — permanently. Every cup, glass, or tiny spill leaves a mark that won’t come out. For a brand that markets itself as “high quality” and “premium,” this is incredibly disappointing.

When we reached out to customer service, we were told this is normal for the material and there was nothing they could do. That response was unacceptable — no warning about the fragility of the surface, no offer to repair or exchange, and no accountability for an obviously defective product.

We spent good money expecting durability and design, but ended up with furniture that looks damaged after just weeks. I can’t recommend West Elm to anyone based on this experience — poor product quality and even worse customer service.

#WestElmFail #CustomerServiceFail #WestElmReview

Do not buy from West Elm! They lose your order then make you wait forever to maybe get the right item?!

I would give them 0 stars if I could. I am a B2B customer. I ordered furniture July 8th for my new business. The order included tables and some custom fabric chairs and couch and 2 backordered bar stools. When I placed the order, the estimate delivery time frame for the tables was end of July and beginning of August. The custom pieces, September and I had 2 bar stools that where backordered. It is now September 28th and I have no tables, no chairs, no couch. I had to open my business with no furniture, how embarrassing! I have reached out several times to customer service and all I get is the excuse, they hold everything until all the furniture is ready. The bar stools are back ordered until December. Seriously, they are holding my order that is paid for, for 6 months over 2 bar stools on the order that are backordered. I would have never place all the items on the same order if I knew that was going to happen. No one will help me at least get the tables before then. I knew the bar stools would be a long wait, but that was ok based on the delivery dates of the other items. I have photos of the delivery dates of July and August for the tables. I regret ordering my business furniture from West Elm. They baited me in with false delivery dates and have my money tied up and I have no furniture yet.
signed ...
one frustrated, disappointed, embarrassed business owner with her money tied up in a furniture order that has no idea when it will be delivered.

West Elm customer service is a joke, but not in a funny way. I've been a customer for many years, albeit not for major furniture pieces, more like lamps, barstools, pillows, etc. Now, we want to get a new bed and WE has a great looking option. I ordered fabric swatches from them a month ago and still have not gotten them. I've chatted and called several times but cannot get a straight answer. I even asked the agent: why would I bother to order an expensive item of furniture if they can't even deliver some tiny pieces of fabric in a timely manner? They had no answer for that. So bad!

I recently moved apartments and have ordered furniture from multiple companies. This is one of the most horrible experiences I’ve ever had. I ordered a shelving unit for $4000. Waited 3 weeks for delivery and on the day of delivery they tell me that one of the boxes is missing and so they can’t complete my order and left me with half a shelf. After going back and forth with their warehouse and different teams for the remaining shelf, I decide I’ve had enough and I decided to return everything. After I returned everything, they only gave me a partial refund and I have been chasing them for my balance of $1500 since last two weeks. Their supervisors are horrible and rude, their customer service is incompetent and keeps lying. I will never order from them again. One of the worst companies to order anything from. I am still waiting for my money. I’ve wasted a month of my life with this order. No apologies for putting me through this stress and for messing up my order, but on top of that they refuse to give my own money back to me.

The worst customer service I have ever experienced in my life and this is based of more than 1 interaction with them. So rude from their first words. On 2 occasions I have called and because of the poor reception I have asked if they could kindly repeat themselves and had such bad attitude responses. The staff I have spoken to are incompetent and their advice makes no sense and when you question it they try to belittle you.
For a high end furniture store you would expect a million times better.
We have spent thousands with this company and if I had known what they are like I would not have spent a penny. Will never be spending with them again in the future.

Terrible terrible company. Do not buy from them. You will never get your refund for a return as they make it impossible to return any item even if they are at fault. I have been trying to return 2 platters which were advertised as much bigger than what arrived. They simply will not respond to any request to return and refund these items. I have made 9 called and sent numerous emails and to no effect. This company is a scam. Done use them.